A Chat with Anup Khera, VP at Conversational Commerce Platform: Attentive

Attentive is the leading conversational commerce platform, helping brands reinvent the way they manage their business-to-consumer communication, through the use of text messaging. Our international, 1300-strong team, which boasts more than 5,000 customers including Coach, Chanel and Urban Outfitters, helps brands reimagine how to interact with their audiences on their mobile phones, using SMS.

Attentive is led by marketing technology industry veterans, whose previous mobile startup was acquired by Twitter. Realizing the untapped potential of mobile messaging, they launched a company designed to power the future of how brands scale personalized experiences.


What do you think makes this company unique?

Attentive empowers brands to build a direct, two-way relationship with their customers via text message. This is allowing them to use Attentive to drive up to 18.5% of total online revenue and provide relevant, personalized, and localized communications to better engage their customers.

A key differentiator for Attentive is how it enables brands to use first party data – information they’ve collected directly from their customers or audience with their permission. This means the brand has exclusive ownership of this data, and can then decide how it’s collected, stored, managed, and parsed through. Collecting first-party data through direct marketing channels—including SMS, email, and loyalty programs—helps brands reach the right shopper at the right time, with the right message in a secure way, that’s highly personalised to that individual.

To add to this, Attentive built its revenue-generating SMS marketing solution with compliance and security at the core, that can be connected with the rest of a brand’s technology stack.


How has the company evolved over the last couple of years?

In recent years, both mobile use and e-commerce saw tremendous growth. As consumers embraced e-commerce at unprecedented rates, Attentive’s goal has always been to help brands interact with their audiences and drive revenue in a new way. We are committed to continuing to power our customers’ growth through this channel.

As part of this, we continue to innovate and empower our customers to turn SMS into an integral part of their marketing stack. From improving mobile shopping experiences to facilitating cross-channel orchestration, we partner with the leading solutions and tools our customers care about—including Shopify Plus and Salesforce amongst many others.

What can we hope to see from Attentive in the future?

As SMS adoption grows in the UK, it will play a major role in diversifying marketing and revenue streams. After experiencing continuous, rapid growth over the past years in the US, we recently launched in the UK.

The UK is a smartphone-first market, with +20% UK retail sales originating via mobile, and soon, every B2C brand will be expected to communicate with their customers via text message. We are already seeing significant growth and traction in this market, having signed up brands including HYPE, Moda in Pelle, Astrid & Miyu, Killstar, FLOWERBX – for which we are seeing 20x ROI, increased engagement and 30% more online revenue.

We are always working to make Attentive better and more powerful, so that brands can drive more revenue via SMS at every point in the customer lifecycle. We are also investing more in our product to scale and mature our platform, and continue to build our team to support our customers and the future of e-commerce for decades to come.